Job description
- State Government opportunity located in Sydney CBD
- 6 Months initial contract with possible further extension
- $546 per day + super
Our client provides insurance and care services to the people, businesses and communities of NSW. Whether a person is severely injured in the workplace or on our roads, they support their long-term care needs to improve quality of life, including helping people return to work.
The role
To lead stakeholder engagement activity for the CXM (Customer Experience Measurement) program and co-ordinate the day-to-day operations, to maximise program utilisation and ensure the program operations facilitate continuous delivery of insights to decisionmakers.
Key accountabilities
- Running the day-to-day customer surveying operations from co-ordination of customer sample datafiles from stakeholders, through to deployment of survey invitations and data capture within the CXM platform.
- Establish and grow strong relationships with internal stakeholders (including business owners and other practices) and external stakeholders (including claims service providers) to maximise the CXM program value.
- Create and drive the CXM communications strategy to help upskill and educate users of the program and promote the work of the CXM team across the organisation.
- Providing technical support to the team in building and configuring questionnaires, workflows and dashboards in the CXM platform and conducting analysis where needed.
- Providing oversight and guidance for the management of the external CXM ‘inbox’, that responds to and escalates where necessary queries from stakeholders.
- Governance and administration of user licenses, access and permissions within the CXM platform including maintaining related process documents and responding to user queries / issues.
- Proactively monitor CXM data / results to identify new trends and opportunities to drive improvements.
- Develop and build on knowledge of the icare organisation and its customers, to best support stakeholders in establishing a deeper level of customer understanding.
- Previous experience producing reports from customer data
- Relevant tertiary education or equivalent knowledge and skills acquired through extensive practical experience.
- A broad range of experience in information systems project management combined with strong relationship management skills.
- Preferable experience in Research Agency
To Apply:
To be eligible it is essential that applicants hold full Work Rights and have the ability to obtain and maintain a National Police Check.
Please do APPLY NOW with your resume and expression of interest in MS Word format or call Karen on 02 9200 3677 for more information.
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us-1/policies. Do not submit any sensitive personal information in your resume.
